Using Zoom Contact Center role management
Zoom Contact Center admins can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign certain agents as supervisors and give them access to view the queue analytics dashboards so that they can track queue KPIs.
Requirements for using Zoom Contact Center role management
- Account owner or admin privilege
- Pro, Business, or Education account
- Zoom Contact Center license
Note: For custom roles, when Address book management under Administration section or Address book tab under Client Management section are not checked, then the consumer information is not matched with address book contacts for engagements handled by users with that custom role. If address book contact lookup is needed for users with a custom role, at least one of these settings needs to be checked.
How to assign the account-level Zoom Contact Center privilege
Contact Center Management account-level role privilege grants access to the Zoom Contact Center web admin portal. Account owners will have this privilege by default. If they don't have a contact center license, they can only access user management. Other users may be granted this new privilege, but they must have a Zoom Contact Center license before they are able to access the Zoom Contact Center section of the Zoom web portal. This new permission also enables support for Delegated Account Administration of Zoom Contact Center.
To assign this privilege, follow the article about account-level role management. You find the Contact Center Management privilege in the Role Settings tab, under the Contact Center section.
Default Zoom Contact Center roles
There are three default roles that you can add members to. You can’t delete these roles, but you can duplicate these roles to use as a starting point for a new custom role.
| Role name | Level of access |
| Admin | All Zoom Contact Center features and settings in the web portal and desktop client. |
| Supervisor | Some permissions for management features in the web portal and desktop client. |
| Agent | All desktop client features, but no management features in the web portal. |
How to add members to roles
Add members to a role to specify the users that have access to the role's privileges.
- Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
- In the navigation menu, click Contact Center Management then Roles.
- Click the name of the role you want to assign members to.
- Click the Role Members tab.
- Click Add Members.
- Enter names or email addresses to specify users to add as members.
- Click Add.
How to add a new role or duplicate an existing role
- Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
- In the navigation menu, click Contact Center Management then Roles.
- Click Add.
Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon 
in the last column, then click Duplicate. - Specify the following information:
- Role name: Enter a display name to identify the custom role.
- Description: Enter an internal description for the role.
Note: This option isn’t available when duplicating a role.
- Click Add or Duplicate.
How to edit role settings and privileges
- Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
- In the navigation menu, click Contact Center Management then Roles.
- Click the name of the role you want to edit.
- Change the role privileges as needed.
Role privileges
Settings tab
General section
- Send outbound messages: Allow users to send an outbound message to consumers.
- By entering any phone number: If enabled, role members can manually enter a phone number to send messages to. If disabled, role members can only send messages to address book contacts.
- Send outbound Email messages: Allow user to send an outbound Email message to consumers.
- Opt in/out of queues
- Opt other users in/out of queues
- Change status of other users
- Add or edit contacts in Address Book (only applies to desktop app - see the Administration section for the web portal privilege)
- Voicemail management (applies to the desktop app and web portal)
- Play voicemail: Allow users to view voicemails in the inbox.
- Download voicemails
- Assign voicemail to others: Allow agents to assign inbox messages to other users with access to the associated inbox.
- Delete voicemails
- Messaging transcript: Allow user to access the list of messaging transcript (web chat, SMS, in-app chat, social, and in-video chat).
- Email transcript management: Allow user to access the list of email transcript.
Engagement Features section
- View consumer history: Allow user to view consumer history under profile in the desktop app.
- Add or edit notes
- Share Files
- Upgrade engagements: To allow agents to upgrade engagements to voice or video. These settings are only visible if you have the associated feature enabled by Zoom.
- Upgrade to video call
- Upgrade to voice call
- Put video on hold: Allow user to put video on hold.
- Transfer engagements (applies to all channels): Allow agents to transfer voice, video, or messaging engagements.
- Cobrowse: Allow users to start Cobrowse sessions during voice engagements.
Engagement Management section
Client Customization section
Analytics tab
Real-time Analytics section
Historical Reports section
New reporting experience section
- Reports: With view permission, user can view existing reports (including default reports). With edit permission, users can create and duplicate reports.
- Allow exporting: Allow users to export default and custom reports.
Usage Reports section
- Contact Center: Allow user to view the contact center usage report.
- Allow exporting: Allow user to export contact center usage report data.
User Activity Reports section
Administration tab